My family bought a total of 3 mattresses from this company between 2013-2015. When I purchased my mattress in 2013, I was happy with the customer service. I remember I needed to swap out a layer when it was too firm, and that went easily and smoothly. In fact, there was follow-up from the owner at the time to make sure everything was exactly right. My mom and brother had the same experience back then as well.
I returned to this company a couple of weeks ago, hoping to upgrade my two-layer mattress with a third layer (and a new cover) to make it a little softer. After a discussion with a rep, a layer was sent to me to try out (before I ordered the cover) in a 4-way stretch cover that was functionally a topper. It was suggested that if I like that firmness, I can then send in my existing cover to make it larger, if I wanted to, so I was mulling that over in the days before we received the layer.
The layer ended up being way too soft, and I wanted to exchange it for something slightly firmer with the intention of then also purchasing a larger organic cotton & wool cover to accommodate the 3 layers, instead of my current 2. I decided I did not want to send my existing cover in for a sizing adjustment and would just buy a new cover. I won't go into how many calls and discussions I had to have with multiple reps about all of this. In effect, I wanted to give them more business and pay about $800 to upgrade my current mattress with one layer and a new, larger cover. Stupid business move on my end, but I had been so happy with the company in 2013, I was fine with the price to do this. After a lot of confusion, I finally got a quote to reflect what I wanted, and we were told to ship the layer I am dissatisfied with back to the company and re-order the firmer layer (and cover).
My husband and I fit the layer back into the box and put the shopping label the company sent us onto the box. We returned the layer, and I wanted to see the return to through before I re-ordered the firmer layer and the cover.
Today, I finally saw that I was refunded, but the amount for the layer I was not happy with was about $33 off what I was originally charged. When I called the company to ask about this, I was told that it's their policy to charge $99 for a return, and that they actually saved me money by just charging me for the return shipping. So what is this about a 90-day satisfaction guarantee? By way of explanation, and after also mentioning how "all mattress companies do this" (I thought your selling point was that you weren't like other mattress companies?), I was referred to the website, which I never actually explored before because I have always dealt with this company by phone and never previously came across this issue. No such fees were mentioned up front, nor were they on the invoice.
I guess I won't upgrade my mattress after all -- why would I agree to pay extra fees for what is functionally a mattress layer firmness adjustment due to the firmness being off?
And finally: Jeremy, saying "have a nice day" at the end of a conversation that doesn't make sense doesn't constitute good customer service. And, actually, in the full context of our final conversation, it's pretty rude.